The role of the front office staff at customer relations management applications in tourism business

In the recent years customer relationship management and all information concerning customers of tourism businesses are shared with the employees. In relation to this customer expectations are fully materialized and the loyalty of customers becomes possible. The realization of customer relationship management application is important for both existence of the business and in order for the business to complete with other businesses.The most important and effective factor for both customers to be pleased when leaving a tourism business and preferring the same business lies in the qualifications of the front office employees whom are in close relationship with the customers. This is because the front office is where the customer gets their first impression of the business.In this research, information is given about the front office department, consumer relationship management and conditions of the applications in the tourism businesses. The roles of the front office workers are determined and its effect on the insurance of customer loyalty, preventing customer complaints and customer relationship applications is investigated. In addition to this, the effect of the front office workers in the tourism businesses on the consumer relationship management are illuminated in correlation tables. According to the data in this research the front office workers has an important effect on the customer relationship management.